Customer Success Manager (SaaS / Software)
- Thỏa thuận
- Toàn thời gian
Hạn nộp hồ sơ: 21/09/2026 (Còn 26 ngày)
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Mô tả công việc
Role Purpose
- As a Customer Success Manager, you will be the primary point of contact for a portfolio of strategic clients, ensuring they derive maximum value from Coats Digital's suite of solutions. You will build deep, trusted relationships with key stakeholders, proactively identify opportunities to improve client outcomes, and partner with internal teams to ensure seamless onboarding, adoption, and retention.
- The ideal candidate will have strong knowledge of the fashion industry including PPC, PLM and Supply Chain processes and supporting software ideally in a SaaS business. Client facing experience is essential with previous experience in a Customer Success or Account Management role being desirable.
Principal Accountabilities and Key Activities
Client Relationship Management
- Serve as the primary relationship owner for a defined portfolio of enterprise and mid-market clients.
- Build strong, consultative relationships with senior stakeholders and operational champions within client organizations.
- Conduct regular business reviews to align on goals, track value and identify new opportunities.
Adoption
- Monitor product adoption and usage metrics, proactively intervening where engagement is below expectations.
Retention & Growth
- Own renewal forecasting for your portfolio, identifying at-risk accounts early and executing mitigation plans.
- Identify and develop expansion opportunities by understanding clients' evolving needs and aligning them to Coats Digital solutions.
- Partner with the commercial team to progress upsell and cross-sell opportunities.
Voice of the Customer
- Capture and articulate client feedback, translating insights into actionable input for Product, Engineering, and Sales.
- Advocate internally for customer needs, ensuring the roadmap reflects real-world use cases.
- Track and communicate customer outcomes, building compelling case studie
- As a Customer Success Manager, you will be the primary point of contact for a portfolio of strategic clients, ensuring they derive maximum value from Coats Digital's suite of solutions. You will build deep, trusted relationships with key stakeholders, proactively identify opportunities to improve client outcomes, and partner with internal teams to ensure seamless onboarding, adoption, and retention.
- The ideal candidate will have strong knowledge of the fashion industry including PPC, PLM and Supply Chain processes and supporting software ideally in a SaaS business. Client facing experience is essential with previous experience in a Customer Success or Account Management role being desirable.
Principal Accountabilities and Key Activities
Client Relationship Management
- Serve as the primary relationship owner for a defined portfolio of enterprise and mid-market clients.
- Build strong, consultative relationships with senior stakeholders and operational champions within client organizations.
- Conduct regular business reviews to align on goals, track value and identify new opportunities.
Adoption
- Monitor product adoption and usage metrics, proactively intervening where engagement is below expectations.
Retention & Growth
- Own renewal forecasting for your portfolio, identifying at-risk accounts early and executing mitigation plans.
- Identify and develop expansion opportunities by understanding clients' evolving needs and aligning them to Coats Digital solutions.
- Partner with the commercial team to progress upsell and cross-sell opportunities.
Voice of the Customer
- Capture and articulate client feedback, translating insights into actionable input for Product, Engineering, and Sales.
- Advocate internally for customer needs, ensuring the roadmap reflects real-world use cases.
- Track and communicate customer outcomes, building compelling case studie
Yêu cầu
Essential
- Rich of Saas Experience
- Communicate effectively and build strong working relationships with clients and internal employees at all levels.
- Strong commercial acumen with experience of owning renewal targets and revenue growth.
- Good stakeholder management client-side and internally.
- Give compelling presentations up to and including board level.
- Comfortable interpreting usage data, KIP's and ROI metrics to build compelling stories.
- Highly organised and self-motivated, owning a large portfolio and effectively prioritise tasks.
Documentation
- Write, own and support internal and client-facing documentation. Ensure any key documentation is kept up to date, version controlled and formatted in a professional way meeting the agreed Coats Digital guidelines.
- Ensure that all necessary client data is up to date within CRM in order to help share essential information and drive key reports.
Analysis
Draw out client requirements utilising a variety of techniques including:
- Direct questioning
- Pain-chain analysis
- 'Is, does, means'
- Business process walk-throughs
- Extracting from client-own documentation
- Understand client requirements whilst offering solutions in line with the software capability plus offering best practice options.
Leadership
- Help to manage priorities and co-ordinate with other internal teams along with the client's core team.
- Report up through Customer Services & Customer Success to improve process, approach and customer advocacy.
Desirable
- Experience of PLM / supply chain planning / ERP / Shop Floor systems
- Experience of software implementation and support in a SaaS environment
- Experience in the fashion / garment / textiles / footwear industry as a manager of Production, Planning & Control (PPC), Sales, Merchandising, Production, Supply Chain or IT
- Experience of Account Management of software and services.
- Sufficiently 'hands on' and technical to be able to quickly learn the Coats Digital software and fully understand the contextual use of the solution
- Rich of Saas Experience
- Communicate effectively and build strong working relationships with clients and internal employees at all levels.
- Strong commercial acumen with experience of owning renewal targets and revenue growth.
- Good stakeholder management client-side and internally.
- Give compelling presentations up to and including board level.
- Comfortable interpreting usage data, KIP's and ROI metrics to build compelling stories.
- Highly organised and self-motivated, owning a large portfolio and effectively prioritise tasks.
Documentation
- Write, own and support internal and client-facing documentation. Ensure any key documentation is kept up to date, version controlled and formatted in a professional way meeting the agreed Coats Digital guidelines.
- Ensure that all necessary client data is up to date within CRM in order to help share essential information and drive key reports.
Analysis
Draw out client requirements utilising a variety of techniques including:
- Direct questioning
- Pain-chain analysis
- 'Is, does, means'
- Business process walk-throughs
- Extracting from client-own documentation
- Understand client requirements whilst offering solutions in line with the software capability plus offering best practice options.
Leadership
- Help to manage priorities and co-ordinate with other internal teams along with the client's core team.
- Report up through Customer Services & Customer Success to improve process, approach and customer advocacy.
Desirable
- Experience of PLM / supply chain planning / ERP / Shop Floor systems
- Experience of software implementation and support in a SaaS environment
- Experience in the fashion / garment / textiles / footwear industry as a manager of Production, Planning & Control (PPC), Sales, Merchandising, Production, Supply Chain or IT
- Experience of Account Management of software and services.
- Sufficiently 'hands on' and technical to be able to quickly learn the Coats Digital software and fully understand the contextual use of the solution
Quyền lợi
Thưởng
13th salary; 12-15 annual leaves; public holiday bonus
Chăm sóc sức khoẻ
Bao Viet Healthcare for employees and 1-2 family member
Khác
Annual Bonus up to 3-month salary; meal allowance; phone allowance
13th salary; 12-15 annual leaves; public holiday bonus
Chăm sóc sức khoẻ
Bao Viet Healthcare for employees and 1-2 family member
Khác
Annual Bonus up to 3-month salary; meal allowance; phone allowance
Thông tin khác
NGÀY ĐĂNG
22/08/2026
CẤP BẬC
Trưởng phòng
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
KỸ NĂNG
Saas, Customer Service, Sales, software
LĨNH VỰC
Sản xuất
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
10
QUỐC TỊCH
Không hiển thị
Xem thêm
22/08/2026
CẤP BẬC
Trưởng phòng
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
KỸ NĂNG
Saas, Customer Service, Sales, software
LĨNH VỰC
Sản xuất
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
10
QUỐC TỊCH
Không hiển thị
Xem thêm
Thông tin chung
- Thu nhập: Thương lượng
Nơi làm việc
- Việt Nam
Việc làm tương tự khác
CÔNG TY CỔ PHẦN DỊCH VỤ DU LỊCH LAVIA TRAVEL
Hà Nội
15000000 -20000000 VND
Công Ty TNHH MTV Takazono Việt Nam
Hồ Chí Minh, Long An, Tây Ninh, Vĩnh Long
12tr đến 25tr
CÔNG TY TNHH CÔNG NGHỆ VÀ DU LỊCH THUẬN PHONG
Hồ Chí Minh
25 triệu VND
Công ty Cổ phần Bất động sản Bắc Bộ - thành Viên Đất Xanh Miền Bắc
Thanh Hóa
20.000.000 - 40.000.000 VND
Công ty Cổ phần Giải Pháp Nhân sự Việt Nam - HRchannels Group
Hà Nội, Bắc Ninh, Hưng Yên
Thỏa thuận
Công ty Cổ phần Bất động sản Bắc Bộ - thành Viên Đất Xanh Miền Bắc
Thanh Hóa
20.000.000 - 30.000.000 VND
CÔNG TY CỔ PHẦN XNK HOA TIẾN ĐẠT
Hà Nội
22 - 35 triệu VND/tháng
Công ty TNHH COATS Phong Phú
Xem trang công ty- Địa chỉ công ty: Khu CN Dệt may Phố Nối B- Nghĩa Hiệp - Yên Mỹ - Hưng Yên
- Quy mô: Từ 1000 - 5000 nhân viên
- Lĩnh vực: Sản xuất / Vận hành sản xuất, Dệt may - Da giày
Thông tin công việc
Vị trí:
Quản lý
Hình thức làm việc:
Toàn thời gian
Việc làm tương tự
Cửa Hàng Trưởng Khu Vui Chơi Trẻ Em_ Store Manager_ Làm Việc Tại Aeon Mall Thanh Hóa
Aeon Fantasy Vietnam Co.,ltd.
Thanh Hóa
10 - 12 Triệu VND + Phụ Cấp
Trưởng Nhóm Cửa Hàng Khu Vui Chơi | Thu Nhập 9-10 Triệu | Nghỉ 2 Ngày/Tuần
Aeon Fantasy Vietnam Co.,ltd.
Hồ Chí Minh, Hải Phòng, Hải Dương, Hưng Yên, Long An, Tây Ninh
9 - 10 triệu VND
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